Question
Why can’t I see generative answers in my AI agent?
Answer
Generative AI is not included with Zendesk AI Agent - Essentials, which is the AI package automatically bundled with most Zendesk Suite plans. AI Agent - Essentials provides foundational automation tools, such as automated response suggestions, intent detection, conversation summaries, and real-time coaching.
In contrast, Zendesk AI Agent - Advanced is a paid add‑on that includes enhanced intelligence, automation, and reporting, such as generative responses created dynamically by the AI agent. If you want your AI agent to produce generative answers, you need to upgrade your plan to AI Agent - Advanced.
AI Agents - Essentials (included with most Zendesk Suite plans)
- Automated response suggestions
- Ticket intent detection
- Conversation summaries
- Real-time prompts and coaching
- Basic analytics and reporting
AI Agents - Advanced (add‑on)
- Includes everything in Essentials
- Generative answers in AI agents
- Advanced ticket categorization
- Complex workflow automations
- Escalations and AI routing
- Bulk AI actions on tickets
- Customizable AI training
- Macro or script integration
- Advanced analytics and reporting
For more information, see this article: About AI Agents